Reassigning Clients Between Artists

Move clients to different artists when schedules change, artists are unavailable, or clients request a change.

Overview

Reassignment allows front desk staff or shop administrators to change which artist is assigned to a client visit. This is useful when an artist calls in sick, runs behind schedule, or when a client specifically requests a different artist. The Reception Board makes reassignment quick and transparent with full audit trails.

Step-by-Step Guide

Step 1: Identify Visit to Reassign

1. Open the Reception Board (Dashboard > Shop > Front Desk)
2. Locate the visit card you need to reassign (can be in any lane)
3. Look for artist name badge on the card showing current assignment
4. Click on the visit card to open details view

Tip: Use the search box to quickly find a specific client by name or phone number.

Step 2: Open Reassign Action

1. With the visit card selected, look for action buttons at bottom
2. Click the "Reassign" button
3. Reassignment dialog opens with current artist highlighted
4. If button is disabled, check that you have proper permissions (shop_admin or front_desk role)

Step 3: Select New Artist

The reassignment dialog shows all available artists:

Artist status indicators:

• 🟢 Available: No current sessions, ready for clients
• 🟡 Busy: Currently in session, but can be assigned
• 🔴 Offline: Not checked in or not working today

Selection options:

1. Click on the new artist's name from the list
2. Review their current status and queue length
3. See estimated wait time if they have other clients waiting
4. Confirm they match the client's tattoo style needs

Filtering artists:

• Filter by speciality (Traditional, Realism, etc.) if set up
• Filter by availability (Available Only toggle)
• Search by artist name if you have many artists

Step 4: Add Reason (Required)

Explain why the reassignment is happening:

Common reasons:

• "Original artist called in sick"
• "Client requested [new artist name] specifically"
• "Balancing workload - [old artist] is behind schedule"
• "Style match - client wants geometric and [new artist] specializes"
• "Walk-in and [new artist] has no queue"

Best practices for reasons:

• Be specific and professional
• Don't blame or criticize artists
• Include relevant context for future reference
• Keep under 200 characters

Step 5: Add Handoff Notes (Optional)

If client has already started consultation or arrived:

Useful handoff notes:

• "Client wants small wrist tattoo, no bigger than 2 inches"
• "Prefers minimal black line work, showed reference photos"
• "First-time client, a bit nervous"
• "Budget: $200-300"
• "Already completed consent forms"

When to add handoff notes:

• Reassigning during or after consultation
• Client has specific requirements discussed
• Special considerations (accessibility, allergies, etc.)

Step 6: Confirm Reassignment

1. Review new artist selection
2. Verify reason is clear
3. Click "Reassign" button to confirm
4. Dialog closes and visit card updates immediately

What happens after confirmation:

• Visit card shows new artist name badge
• Old artist receives notification that client was reassigned
• New artist receives notification of new assignment
• Reassignment logged in visit event history

Reassignment Scenarios

Scenario 1: Artist Calls In Sick

Situation: Artist calls out sick, has 5 appointments today

Steps:

1. Identify all visits for the sick artist (filter board by artist name)
2. Review each client's needs (style, size, complexity)
3. Reassign to best-match available artists
4. Call each client to inform them of artist change
5. Offer to reschedule if client prefers to wait for original artist

Reason example: "Original artist called in sick today - reassigning to maintain your appointment"

Scenario 2: Artist Running Behind

Situation: Artist is 45 minutes behind, has walk-in in queue

Steps:

1. Check wait time for walk-in client in Arrived lane
2. Identify which other artists are available or have shorter queues
3. Reassign walk-in to available artist
4. Inform walk-in client of the change and reduced wait time
5. Leave scheduled appointments with original artist unless they become excessive

Reason example: "Balancing workload - reassigning to reduce your wait time"

Scenario 3: Client Requests Different Artist

Situation: Client arrives but wants different artist than booked

Steps:

1. Confirm new artist is available and willing to take client
2. Check if new artist's schedule allows for the work
3. Reassign visit to new artist
4. Update any special pricing or time estimates if needed
5. Inform original artist of the change

Reason example: "Client requested [new artist name] after seeing their portfolio"

Scenario 4: Style Mismatch

Situation: Client description doesn't match original artist's specialties

Steps:

1. Review client notes and tattoo request details
2. Identify artist who specializes in that style
3. Discuss with both artists and get approval
4. Reassign visit with detailed handoff notes
5. Introduce client to new artist explaining style match

Reason example: "Style match - client wants geometric work and [new artist] specializes in that style"

Scenario 5: Walk-in Auto-Assignment Correction

Situation: Walk-in was auto-assigned but wrong artist for the job

Steps:

1. Quickly reassign before client gets too comfortable
2. Choose artist who matches client's request
3. Make introduction between client and new artist
4. Apologize for initial mix-up if client noticed

Reason example: "Correcting auto-assignment to better match client's tattoo style preference"

Reassignment Timing Considerations

Best Time to Reassign

• Before check-in: Easiest, least disruptive
• During wait in Arrived lane: Still smooth, client hasn't met artist yet
• During early consultation: Acceptable if necessary, explain to client

Challenging Times to Reassign

• After client seated: Disruptive, avoid unless critical
• During active session: Only in emergencies (artist illness, etc.)
• After significant consultation: Client bonded with artist, will be disappointed

Reassignment Notifications

Who gets notified when you reassign:

• Old artist: Receives "Visit reassigned away" notification
• New artist: Receives "New visit assigned" notification
• Client: Receives SMS/email about artist change (if notifications enabled)
• Shop admin: Logged in activity feed for review

Permissions and Restrictions

Who Can Reassign

• Shop administrators (full reassignment access)
• Front desk staff (can reassign any visit)
• Artists (can only request reassignment, not execute)

When Reassignment is Restricted

• During active payment processing: Can't reassign while payment pending
• After session completion: Can't reassign completed visits
• No-show or cancelled: Can't reassign closed visits
• Without reason: System requires reason for audit trail

Reassignment Limits

• No hard limit on number of reassignments per visit
• Multiple reassignments flagged for review (unusual pattern)
• Excessive reassignments may indicate scheduling issues

Tips

• Communicate with client: Always inform client of reassignment and reason
• Check artist availability: Ensure new artist can handle the work before reassigning
• Balance workload: Use reassignment to even out artist queues
• Document thoroughly: Good reasons help with future scheduling decisions
• Get artist approval: Check with new artist before reassigning (when possible)
• Update pricing if needed: Different artists may have different rates
• Reassign proactively: Don't wait until client is frustrated by long wait
• Use for training: Reassign complex work away from newer artists when appropriate

Common Issues

• Issue: Can't find "Reassign" button

Solution: Click the visit card first to open details view. Button appears at bottom of card detail panel. If still missing, verify you have shop_admin or front_desk role permissions.

• Issue: All artists show as "Unavailable"

Solution: This means no artists are currently checked in or active. Verify artists have started their day in the system. Check Settings > Shop Team to see artist status.

• Issue: Reassignment notification didn't send to new artist

Solution: Check artist's notification settings - they may have disabled assignment notifications. Artist can still see new visit on their Artist Today console. Manually notify artist if needed.

• Issue: Client upset about reassignment

Solution: Apologize for any confusion, explain reason clearly, and emphasize benefits (style match, reduced wait, etc.). Offer to reschedule with original artist if client prefers. Document conversation in visit notes.

• Issue: Reassigned by mistake

Solution: Immediately reassign back to original artist. Add reason: "Correcting accidental reassignment." Notify original artist that client is still theirs. No harm to client if corrected quickly.

• Issue: Can't reassign after check-in

Solution: Reassignment is allowed at any time before completion. If button is disabled, check visit status and your permissions. Refresh page if needed. For in-session reassignments, coordinate handoff with both artists.

Updated on: 19/01/2026